Engineer didn't show up for my broadband installation and I can't rebook it

[Cameronkeenan]

My broadband was set to be installed on the 19th of December so I booked the day off to be there for it. I was told I'd get a call for when the engineer would be on the way but got nothing and they no showed. It's been a week since and I've had no messages updated me on if it's getting rebooked, I can't rebook it myself, and I can't log into my Vodafone account until my broadband is connected online. Your communication has been shocking here and it's genuinely making me consider cancelling and going somewhere else

[Jason]

Hi @Cameronkeenan. It's disappointing to see your concerns and feedback. We understand the importance of receiving the necessary communication and updates when expected, especially when it comes to your activation and engineer appointment. It's definitely not the smooth home broadband journey we want you to have and we certainly wouldn't want you to leave over this. 

As we don't have account access via the Community I would recommend getting in touch with our Social Media team for an update. 

Alternatively, we do have a Home Broadband team available via Live Chat online and over the phone on 191 free from a Vodafone mobile (03333 040191 from any other UK phone - charges depend on the network provider).

[morgan-freeman]

I would suggest rising a complaint and asking for £110 based Missed engineer appointment charge on https://www.vodafone.co.uk/cs/groups/configfiles/documents/document/vfcon118097.pdf 

[morgan-freeman]

unless we shoudl consider hourly charge based on:
Fault within customer premises - first hour charge £115.00
Fault within customer premises - hourly charge (chargeable after the first hour) £52.00

so if your installation should happen between 0800AM - 1300PM then its £323

[gipjon]

You should get missed appointment fee and you should also get the delay fee per day . Unless its city fibre then you just have to argue with vodafone to get something 

[morgan-freeman]

You cant argue with  city fibre as they refuse to reply, sending you back to vodafone as your contract is with vodafone.

[Jayach]

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@morgan-freeman wrote:

You cant argue with  city fibre as they refuse to reply, sending you back to vodafone as your contract is with vodafone.

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You are correct, that is the right route, but some people have had a good response from CityFibre if it fails shortly after installation.

[Porl]

Seriously, OP if you can go elsewhere, I've made far too many calls to the helpdesk on 191 but all I ever get is sugar coated lies and fobbed off, to me 191 is just a pointless on hold place where no one has any real ability other than to make fake apologies coated with pretend empathy in order to get you off the phone with some excuse or other.

I'm on missed engineer visit number 4, looking forwards to number 5.

[gipjon]

This is why vodafone customers don't like vodafone 

Don't get me wrong the broadband seem solid most of the time, but when you do have an issue . You are talking to some one who has no idea what you are even talking about and reading what to say off a flow charts . .I find vodafone customers services disgusting and its about time they moved it back to the UK with proper training with 1 point of call 

[Jayach]

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@gipjon wrote:

This is why vodafone customers don't like vodafone 

Don't get me wrong the broadband seem solid most of the time, but when you do have an issue . You are talking to some one who has no idea what you are even talking about and reading what to say off a flow charts . .I find vodafone customers services disgusting and its about time they moved it back to the UK with proper training with 1 point of call 

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But then the price would go up to pay for it.

You can get that sort of service, you just have to go with someone else.